Guest Service Representative

Job Description

Guest Service Representative consistently delivers outstanding customer service to each guest every time, ensuring that the highest standards are upheld and guest expectations are exceeded through the check-in/check-out process, in person throughout their stay and in telephone communications.

Guest Service Representatives respond to guest’s requests with a sense of urgency and concern. They perform a variety of clerical duties including basic computer work, reception and simple accounting tasks.

• Perform specific tasks to the highest standards, including assisting teams when needed, living our “ONE TEAM. ONE VISION.” philosophy, and providing innovative ways that align with our mission.
• Focus on internal growth programs, exemplify and live by our Culture, meet/exceed company goals and three metrics, complete required training, adhere to SOPs and property-specific brand standards, perform other duties as requested, and provide personalized, friendly service to every guest and associate.
• Complete tasks on the relevant shift checklist during shift, have knowledge of fire alarm system and emergency/evacuation procedures, check guest account credit daily, and communicate with housekeeping department.
• Sell and up-sell rooms to walk-ins and phone reservations, have knowledge of surrounding area, be responsible for security of guests, fellow employees, and hotel assets, keep cash drawer secure and in balance, and maintain a clean and attractive work area, uniform, and person.

Necessary Skills

• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Be responsible for security of guests, fellow employees and hotel assets.
• Have knowledge of fire alarm system and evacuation procedures.
• Able to report to scheduled shifts.
• Able to communicate effectively in writing, by telephone and in person.
• Able to work a flexible schedule.
• Be organized, honest, and work well with others.
• Maintain a clean and attractive work area, uniform, and person.
• Have the highest degree of integrity and be humble, living by the Golden Rule.
• Be able to bend, reach, kneel, push, and stretch and lift and/or carry up to 25 pounds.
• Work for 8 hours and work in a restrictive space/environment.
• Have eyesight enabling vision both near and far.
• Be able to use/lift arms for up to 8 hours.
• Handle and work well under pressure.
• Have finger dexterity for operating equipment such as computers.
• Understand operating of computer PMS systems and functions with minimal supervision and recall task to perform needed guest functions.
• Speak in a clear, understandable voice, hear at a basic level, and understand English.

Values

• Dedication
• Innovation
• Showing respect
• Being driven by excellence
• Being community-focused
• Having a spirit of service

Benefits

Paid Time Off
Optional Health, Wellness and Care benefits
Health Reimbursement Program
Flexible Spending Account
Stay Discounts
Optional Company paid Life Insurance
401(k) and 401(k) matching
Employee Assistance Program
Several Voluntary and Supplemental Insurance Options
Select Paid Holidays and One Personal Floating Holiday
Loyalty Incentives and Other Unique Incentive Programs